Jess Gonzalez
San Antonio,TX
Summary
A versatile professional experienced in overseeing and coordinating organizational operations across multiple departments. Well-versed in process optimization, performance management, and team coordination. Adept at developing and implementing strategies to improve efficiency, reduce costs, and increase profitability. A motivated, collaborative leader with excellent problem-solving, communication, and interpersonal skills.
Overview
3
3
years of professional experience
Work History
Executive Customer Relations
GoPuff
Phil, PA
01.2024 - 06.2024
- Capacity to understand and empathize with customers' concerns, demonstrating genuine concern for their experiences, and providing appropriate reassurance and support.
- Strong decision-making skills to evaluate situations quickly, prioritize resolutions, and make decisions that balance customer satisfaction with company policies and objectives.
- Skill in negotiating with customers to find mutually acceptable resolutions to complex or escalated issues, maintaining a positive relationship, and achieving win-win outcomes.
- Top 2% of 284 customer support agents in KPI achievement. Top 5 overall.
Social Media Support Specialist
Gopuff
Philadelphia, PA
04.2022 - 12.2023
- Responding to inquiries and comments across various social media platforms within a three-minute response time.
- Maintaining a friendly manner with all interactions.
- Handling negative feedback or crises professionally to maintain the brand's reputation.
- Fostering a positive online community by encouraging user interaction and participation.
Customer Support Specialist
Gopuff
Phil, PA
05.2021 - 04.2022
- Handling inbound and outbound calls to assist customers and delivery drivers with inquiries, complaints, and technical issues.
- Diagnosing and resolving customer problems efficiently, often using troubleshooting protocols.
- Documenting accurate records of customer interactions, issues, and resolutions in a database.
- Maintaining an overall Customer Satisfaction Score of 4.8, with a target of 4. Answer call rate is 100%, with a target of 94%. Average response time is 48 seconds, with a target of 70 seconds. Average handle time: 4:32, with a target of 6 minutes. Quality: 97%, with a target of 90%.
Education
Associate of Arts - Liberal Arts and General Studies
St Phillips College
San Antonio Skills
- Slack
- Kustomer
- Salesforce
- Sprinklr
- Forter
- Sift
- Fraud Fighter
- Braintree
- Ujet
- Workday
- Dash
- Sprout Social
- Twitter (X)
- TikTok
Timeline
Executive Customer Relations
GoPuff
01.2024 - 06.2024
Social Media Support Specialist
Gopuff
04.2022 - 12.2023
Customer Support Specialist
Gopuff
05.2021 - 04.2022
Associate of Arts - Liberal Arts and General Studies
St Phillips College